The HWD Compliance & L2 Community Management Support Specialist is primarily responsible for providing Compliance Support to management companies using the HomeWiseDocs platform. This role helps ensure that management company processes remain aligned with applicable state statutes and requirements, particularly those governing fees assessed for documents ordered through the HomeWiseDocs website.

The position will monitor compliance-related questions and concerns, support consistent application of state-specific requirements, document findings, and coordinate with internal Compliance, Legal, Operations, and Product teams as appropriate. In addition to its primary compliance function, the role will provide advanced customer support, conduct training, and assist with large-account updates and special projects.

Compliance Support — Primary Responsibility

• Provide day-to-day compliance support for management companies using HomeWiseDocs.
• Monitor and research state statutes, regulations, and requirements affecting management company processes.
• Help ensure that fees assessed for documents ordered through the HomeWiseDocs website are accurate, consistently applied, and aligned with applicable state requirements.
• Review and respond to compliance-related questions involving document orders, fees, disclosures, and account processes.
• Identify, document, and escalate potential compliance risks or inconsistencies to the appropriate internal stakeholders.
• Maintain current compliance procedures, reference materials, and documentation for state-specific requirements.
• Partner with Compliance, Legal, Operations, and Product teams on interpretation, implementation, and communication of regulatory changes.
• Support audits, internal reviews, process updates, and corrective actions related to compliance matters.
• Communicate compliance requirements and process changes clearly to management companies and internal teams.
• Track recurring compliance issues and recommend improvements to reduce risk and improve consistency.

Level 2 Customer and Account Support

• Provide advanced support for complex platform, order, document, account, and fee-related issues.
• Investigate cases, determine appropriate resolutions, and ensure timely follow-up through completion.
• Monitor open cases and prioritize matters based on urgency, customer impact, and compliance risk.
• Maintain accurate records of customer issues, resolutions, compliance inquiries, and process improvements.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• 4-5 years customer experience
• 2 years HWD Customer Service experience required.
• Ability to work accurately and with eye for detail.
• Ability to multitask
• Be able to talk to customer about our products as needed.
• Proficient in PC applications, including Microsoft Office

Top 3 Qualification:

• Great customer service skills required; minimum of 1 year providing high quality customer service
• Strong technical and troubleshooting skills
• Familiarity with basic office productivity software

Competencies:

CUSTOMER FOCUS

• Seeks to understand customers
• Identifies customer services issues
• Creates customer-focused practices
• Assures customer satisfaction

ANALYTICAL THINKING

• Identifies many possible causes for a problem
• Carefully weighs the priority of things to be done
• Approaches a complex task or problem by breaking it down into its component parts and considering each part in detail

ADAPTABILTY

• Looks for ways to make changes work rather than only identifying why change will not work.
• Adapts to change quickly and easily

Salary and Benefits

RealPage provides a competitive salary package along with a comprehensive benefit plan that includes:

• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Performance-based bonus based on position.

Compensation may vary depending on your location, qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of these ranges. Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as well as individual performance.

Equal Opportunity Employer: RealPage Company is an equal opportunity employer and committed to creating an inclusive environment for all employees.